When a customer demands someone from the United States or someone whose first language is English, what do you do?
I'm on my YouTube channel reading comments and questions, and this question from a subscriber stood out for me.
When a customer demands someone from the United States or someone whose first language is English, what do you do?
Here's my answer.
I'm sorry you have to deal with customers who are petty and offensive. It's not fair. Here's what you should do.
You should address customer concerns while adhering to your company's policies and avoiding sounding defensive when they demand someone from the United States.
Start by acknowledging the customer's request and reassuring them that high-quality support is your top priority. If you have native English-speaking agents available, you might consider connecting the customer with one of them. In any case, assure the customer that you are well-equipped to handle their concerns. You may consider document translation or interpretation services to facilitate communication if a language barrier persists.
Always keep a professional and inclusive attitude while being sensitive to customer needs.
If you need help preparing agents for supporting customers across languages, check out my LinkedIn Learning Course: Customer Service - How to Deliver Support Across Languages.
The 3R Conversation Control System™
(Formerly De-escalation Academy)Â
A psychology-based system that helps professionals stay calm, redirect difficult conversations, and confidently resolve interactions—even when the answer is no.
Used by teams at Fortune 500 companies and NFL guest experience organizations.
Join Myra’s Inner Circle: Insights, Strategies, and Resources for Leaders Who Demand the Best.
Be the first to receive exclusive strategies, curated resources, and behind-the-scenes insights from Myra Golden—crafted for leaders who value excellence.
Your information will remain private and protected—always.
